When your office closes, Waynua becomes your customer service team.
Give customers more than a message taking service.
Waynua provides structured 24/7/365 customer support, following your processes to understand, triage, resolve where possible and escalate requirements accurately- while giving you greater visibility of what is really happening outside of hours.
Let's TalkEmpowering...
More than Answering
Out of hours should not mean a lower standard of customer service.
Traditional OOH often means answer, take a message, and contact the on-call person. Waynua Out of Hours is a structured managed operation; understand the requirement, follow the agreed process, triage, resolve where possible, escalate correctly and record what happened.
Get QuoteBuilt around your OOH Operation
Not simply a longer Call Script.
We build a customer specific Managed SOP around why people contact you, information required, products/services, locations, priority, severity, decisions points, resolution options, escalation rules and exceptions.
Our Agents know what to establish and what should happen next.
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Triage before Escalation.
Understand the requirement before deciding what happens next.
Waynua identifies what has happened, who or what is affected, how urgent it is and the correct next action. Where agreed knowledge and authority allow, the requirment can be resolved or progressed without unnecessary escalation.
Outcome - Better information reaches the right person and avoidable escalation can be reduced.
Let's TalkPowered by Waynua Connect
Ai Enabled guidance when your own team is unavailable.
Waynua Connect helps agents follow the correct OOH processes, access relevant knowledge and apply customer specific rules consistently. Quality tools help our management team check that the required information, decisions and escalations steps where followed.
Out of Hours becomes and intelligent managed service - not a basic answering service.
Get QuoteKnow what happens After Hours.
Go Beyond Call Volumes and Messages Sent.
Interaction intelligence helps us understand why customers contacted, recurring incidents, repeat demand, call-back chasing, locations/assets/products generating demand, critical issues, process exceptions and emerging trends.
Waynua uses those insights with QA, Account Management and Customer Success to continually improve the service.
We don't just report what happened after-hours. We help you improve what happens next.
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